Jira Service Desk email to Jira Service Desk

[Deleted user]

Hello All,

We have a Jira Service Desk tenant.  If any of our customers who also use Jira Service Desk include our support email address in an open ticket we do not get a ticket created.

We use Office 365 with an auto forward to the Jira service desk.

The preferred outcome is if we are included in a support ticket from an external customer a new ticket is created within our tenant.

Any ideas?

Regards,
Chris

[Angélica Luz · Accepted solution]

Hi Chris,

Thank you for getting in touch with Atlassian Community!

Due to the forward rule, these notifications will be redirected to JIRA (support@myinstance.atlassian.net) and it will realize that the emails are from JIRA itself and rejects it to avoid mail loop.
So, if you check on Jira Settings > Products > Email requests > View log > Processing log you may see the error: "The message was rejected because it was sent from JIRA".

Just clarifying:

- A customer sends an email to support@domain.com to open a ticket, and the ticket is created.
- The customer receives the notification and adds support@domain.com as CC, so this email is added as a participant.
- Participants receive notification, like any other customer, support@domain.com will receive notification from comments.
- As support@domain.com process emails to open a ticket, it will receive the notification from jira@myinstance.atlassian.net and it will forward the email to your instance and it will try to open an issue with the comment it received.
- JIRA will reject this email because it is sent from JIRA itself.
- So, support@domain.com is receiving emails from jira@myinstance.atlassian.net and it is trying to open a ticket with this email because it is added as participants on the ticket.

The best option to avoid this type of error is adding support@domain.com as a custom email address, so customers won't need to add the email as CC.

If you have any other question, please let us know.

Regards,
Angélica